AmunRa Casino - Player’s deposit not credited to casino account.

Hi, this is my first post on this forum and hope to at least let people know how poor and lackluster the customer support is at Amunra.

I have been an avid player at Amunra for a few months, had some huge wins and quickly became a top tier VIP. A deposit of SHIB i made to the casino in the amount of $70 cleared very quickly as per transaction id, but after 30 minutes it was not credited.

I raised a live chat and explained the issue. Was told to wait another 2 hours. Waited over 2 hours still no credit. Same live chat, wait longer, 12 hours this time. No clear answer provided as to why this has happened. When i was trying to get onto the chat this time there were mysterious log outs and chats ending mid sentence multiple times. I was alarmed and quite angry and sent multiple emails to my VIP account manager called it a day.

Now 18 hours after the transaction it is still not credited and not a single reply from my account manager or anyone. I have then basically repeated the same process as above with the same log outs and chats ending. Being told to wait longer, its been escalated, don't worry. It is nearly 48 hours now and same rubbish responses.

Would appreciate having my money credited finally!

Dear nccrepairs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

• Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account?
• Was it your first deposit in this casino?
• Could you please forward a full Transaction hash and the name of the Network?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

I have now received this. Will never deposit at Amunra again. I have provided all information to them not once but at least 20 times

Karolina M***** (AmunRa)

17 Jan 2024, 15:06 EET

Hello again, 

Unfortunately, your deposit never hit your casino account as they were not confirmed by you- you should call your bank and ask for refund. 

If you have any further questions or concerns regarding your deposits, feel free to reach out to our customer support team or us. We are here to assist you.

Best regards,

Karolina 

VIP Manager

AmuRa.com 

Amunra will not respond. When i log in the support logs me out mid chat. Log in again, start the chat and logged out again.

It is very disappointing such a bunch a creeps would have a high rating here. I have asked them to delete my account. Doubt they can even handle that.

Thank you very much, nccrepairs, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi nccrepairs,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite AmunRa Casino to join the conversation and contribute to the resolution of this complaint.

Good day, I appreciate this being escalated. In the end after telling my VIP host to delete my account, they finally offered a $100 bonus with playthrough requirements.

Not the best outcome and my trust is already broken.

I believe this can be closed. I really appreciate this site and what you do.

thanks

Hi nccrepairs,

What happened to your deposit? Was it refunded or was it added to your balance?

Nothing. Only got very cryptic reasons. Was told to wait. Then I was told to check on my end. Problem is the transaction went through so nothing failed at my end.

i will be interested to see if they respond.

Dear customer,

Thank you for reaching out!

We have checked the missing deposit and would like to confirm that it has never reached our system. You can expect it to be returned to your bank balance in the nearest time. If you do not get the funds back, we encourage you to reach out to your bank and inquire about the transaction in question.

Sincerely,

Amunra Administration

Dear AmunRa Casino team,

The player stated that their deposit was in SHIB which is a cryptocurrency. So I believe there was no bank involved. The transaction was made on a blockchain and as soon as it was successful, there is no refund unless sent back. Could you please find out where the funds ended up?

Dear all, 

Please note that the deposit in question has not reached our system, therefore we are unable to investigate the matter from our side. We have sent an email to peter.m@casino.guru with further evidence. 

We once again encourage the customer to check the transaction status from their side.

Sincerely,

Amunra Administration

Dear Amunra Casino team,

The transaction on the blockchain seems to be successful. Could you please confirm if the following address belongs to the casino (0x2859e4544C4bB03966803b044A93563Bd2D0DD4D)?

The whole transaction can be reviewed here: https://bscscan.com/tx/0x2665c3ce1f5691a3a2d20030a4c04c437539419abe4172f87dc6d2a362b619de

Hi, i would like to provide an update. Amunra have made a concerted effort to make things right. To date i have been given multiple bonuses with no playthrough requirements ranging from $50 - $300. Also i have noticed a great deal of improvement from their customer service practices. I believe this can be closed off.

Thank you nccrepairs for the update. If you are happy with such a resolution of your issue, I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter